Product Support Specialist, Vanta

• 3+ years of product customer support experience, preferably in a SaaS/Tech space
• Excellent troubleshooting skills, preferably in the Saas/Tech space
• Possess the technical competency to understand Vanta’s software and build great relationships with highly technical customers
• Experience working with ticketing and CRM systems
• Take ownership of the customer experience that goes beyond solving an expected number of tickets
• Thrive in a collaborative environment, actively participating in team meetings such as troubleshooting sessions and team huddles
• Have a deep sense of empathy for your customers and your team
• Committed to self-study of compliance frameworks (e.g. SOC 2, ISO 27001, HIPAA, PCI DSS)
• Be an excellent writer, with strong skills in documentation
• Be able to support an 8AM-5PM PT or MT M-F schedule, with rotational on-call responsibilities and weekend support needed at times

• As Vanta’s Product Support Specialist, you will help our Vanta customers by addressing their product support requests
• You will work closely with other members of the Vanta Support, Engineering teams, Customer Success, Sales, Operations and SMEs to ensure we deliver a superior customer experience while adhering to our service SLAs
• At Vanta’s Support Organization, our goal is to provide best-in-class Technical Support to our customers
• Our team’s mission is to “consistently deliver comprehensive technical, product, and compliance solutions to our customers throughout their security journey while prioritizing and enhancing customer education”
• As a Product Support Specialist, you are the first line of support for our valued customers, and play a critical role in ensuring our customers take full advantage of the Vanta platform
• You will be joining a team of highly motivated individuals and will contribute to maintaining a culture guided by our Vanta principles
• We build strong partnerships with our customers through trust and transparency, for this reason we publish our Support Metrics
• Provide product support to our customers through our available channels (email, screen-sharing and chat) with timely responses and resolutions to their inquiries within the established SLAs
• Become a product expert on Vanta and how our platform can be used to improve security posture through our compliance offerings (SOC2, ISO27001, PCI DSS, HIPAA, GDPR, etc), Trust Reports, and Risk Management solution
• Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform
• Explain complex solutions in simplified terms to customers, while documenting solutions for scale
• Problem solve and troubleshoot for customers in a repeatable manner, building using Support CRM to track & identify trends
• Create reproducible test cases for the Product team and provide feedback to enhance the product
• Escalate bug reports for validation and actively participate in product-fixes
• Proactively contribute to our internal and external documentation and knowledge-base, processes, and team-efficiency
• Actively participate in daily team troubleshooting sessions, weekly team meetings and huddles
• Work cross-functionally to resolve customer business issues and work toward mutual goals

• Health & Wellness: Vanta values the health and well-being of our teammates and offers comprehensive medical, dental, and vision coverage for teammates and dependents. Vanta is excited to provide an additional range of benefits that holistically support your physical, emotional, and financial wellbeing
• Work Your Way: Enjoy a remote-first setup if you're in the US, or go hybrid at our international offices
• Paid Parental Leave: Industry competitive paid parental leave for all parents
• Time Away: Industry competitive and generous PTO policy
• 401K Plan: 401k matching contribution plan

Total funding: $500.2m

The security auditing process is usually very time-consuming, taking hours to complete, and it is often difficult for startups to invest time into such a process. Yet, the benefits of security accreditation are enormous, mainly as many such businesses are working globally and need ways to demonstrate security compliance to one another. Vanta works specifically with startups to help them complete and pass security audits such as SOC 2 and ISO 27001.